Technical Support Coordinator

hace 2 días

Heredia, Costa Rica PatientPop A tiempo completo

As a member of Technical Services, this role will work closely with our customer-facing integrations teams. The Integration-Activations team serves as the primary point of contact for enabling an integration between PatientPop and the practice's EMR/PMS/Scheduling System. The team handles new activation requests, trains practices on how to manage their newly integrated workflow. Our Tech Ops team is responsible for all integration-related troubleshooting post activation. Tech Ops also works closely with R&D for troubleshooting assistance, capturing feature requests and feedback for future enhancements, owning customer-facing communication throughout the troubleshooting process, and works with Product to build new Integrations. Both teams work closely with practices to gain a deep understanding of their workflows and enable the integrated features of our platform by overcoming objections and obstacles without sacrificing customer satisfaction.

**Your Area of Focus**:

- Monitor reactive caseload for all Tier 1 Integration support, integration walkthroughs, integration inquiries for adding additional providers/locations, and post-activation troubleshooting not requiring a Technical Support representative's assistance.
- Cultivate a deep & continuous understanding of PatientPop's Integration product to serve as a Subject Matter Expert to customers and internal teams alike.
- Assist in achieving Time-to-Resolve quarterly metrics.
- Maintain a CSAT of 4.8 or higher and provide exceptional customer experience - proactively identifying solutions to problems and resolutions to roadblocks.
- Follow best practices to configure accounts based on integration-specific requirements.
- Manage multiple projects simultaneously while maintaining strict attention to detail.

**Your Professional Qualifications**:

- BA/BS Degree from an accredited university
- 1-3 year(s) experience in a customer-facing position (preferably in a technical support environment)
- Proficient degree of technical aptitude
- Proven track record of meeting quotas
- Superb critical thinking skills
- Outstanding verbal and written communications skills
- A desire to learn more about how healthcare practices are using technology to improve their day-to-day operations
- Enthusiasm for helping customers solve problems in real-time
- Ability to work with mínimal supervision
- Flexibility to work with customers across a variety of time zones
- We are an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status._

**#LI-SS1

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